[Publib] (no subject)

[lynne ingersoll]

If this is an ongoing problem with this patron I would simply explain that
what he is asking for is research not reference, that you are not able to
complete it while he waits (25 minutes!), and he can either give you his
phone number or come in and use the computers to do his own research.  I
remember a workshop in which we were admonished not to do the patron's
research but help them to find the proper sources.  If he refuses to give
you his phone number, ask him to call back the following afternoon for the
information.  Does he have a library card?  If so, you must have his phone
number on record.  Do you have caller id on your phones?  Next time he
calls, get the number.

 

Some people just want attention and someone to talk to - this may be one
such person.

 

As for your staff, there must be other things for them to do on a quiet
morning.  Perhaps they should invite the patron in for tutoring in the use
of a computer to do research.  Or are you implying that they use this
patron's requests to avoid other tasks?  

 

Is this a staff problem or a problem patron?

 

 

Lynne S. Ingersoll

Lynne S. Ingersoll

Reference Services Manager

Blue Island Public Library

2433 York St.

Blue Island, IL 60406

(708) 388-1078 x20

(708) 388-9301 Fax

 

-----Original Message-----
From: publib-bounces at webjunction.org [mailto:publib-bounces at webjunction.org]
On Behalf Of Sara Rodgers
Sent: Tuesday, January 23, 2007 11:50 AM
To: publib at webjunction.org
Subject: [Publib] (no subject)

 

How do you managea situation in which reference desk staff take reference
questions over the phone (from the same patron) that take at least 25
minutes to answer. We have a patron who has been calling lately wioth
requests for addresses, facts, figures.  He says he does not have a computer
and he will not give his phone number so we can call him back. My staff do
not like to do nothing in the mornings in a quiet library and they do not
cut him off. 

 

 

 

--

Sara E. Rodgers <srodgers at westchesterlibraries.org>

Reference/Young Adult Librarian II

 

Dobbs Ferry Public Library

55 Main Street

Dobbs Ferry, NY  10522

 

 

 

Main Library Number            (914) 693-6614

Direct Line to Reference Desk  (914) 231-3056

Direct Line to My Office       (914) 231-3057

Direct Line to Front Desk      (914) 231-3300

--

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